1 reviews | Active since Jun 2016
BAD OR NO SERVICE From VODACOM
Bad or non existing service from the so called leader in cellular network.
This is a complaint coming along for almost 2 years.
We moved into a apartment end of November 2017, and started experiencing bad reception or non at all in the area. I logged numerous calls at Vodacom Customer Care, only to receive electronically generated SMS's that my complaint has been registered and will be looked into, only to receive a follow u SMS, stating that the issue has been resolved, but up to date, nothing has changed, in fact, the services became even worse.
We relocated to a new premises in Epworth Road in Epworth, only to find out that there is no form of signal what so ever. Again I logged a complaint on the 11th of July 2019, only to get another Ref No from Vodacom Customer Complaints Department, ***, followed up by the SMS, your complaint is currently being investigated, and the complaint has been resolved.
I received a call from one of the Technical personal, only to be told that the towers has been overloaded and nothing further can be done, due to the city of PMB not giving authorization for additional towers to be erected and thus is the case closed.
I was not happy with the response and insist on further investigation and feedback regarding this. Once again I received a call from the so called technical department, only to be informed that if I think we can get better reception or service from other networks, maybe we should consider canceling our contacts and move to other networks.
I was shocked to the bone to be treated like that, if that is the way you treat a customer of the past 20 years, then I would rather part ways with Vodacom.
Next thing I received another call from Vodacom apologizing for the service and the way my complaint has been handled, and once again a new Ref No has been generated, ***, stating that we can obtain a signal booster or signal enhancer from Vodacom at a cost to me and then the technical department will come and install, if we don't wanna pay for the equipment, once again I was told if you think you can get better service or reception from other networks, maybe we should consider moving our services to another network.
On 09.08.2019 we visited Vodacom store in Midlands Liberty Mall and met a very helpful staff member, which helped us and move our complaint further. I received another call from Vodacom stating that my complaint is being investigated and full feedback will be given between 24 to 48 Hrs. Once again, I had to start making calls due to the time frame of no reply or feedback from Vodacom. A week after the original so called time frame, I received a call from a guy by the name of WALLY, to give me feedback with regards to my complaint. Vodacom has investigated my complaint and decided to supply and install some kind of signal booster or signal enhancer at our home at no cost to me. On 23.08.2019 I once again called Vodacom to find out what the status is of the works order that has been generated, only to be informed that they will contact me shortly to set up an appointment to discuss installation or erection of this equipment, once again another week has gone past, no feedback up to date.
Once again I called Vodacom Customer Care, only to speak to a consultant, unable to give any feedback, due to the technical department not working after hours. Again we were assured that Vodacom will contact me regarding this, let's wait and see.
On 01.09.2019 a new or upgraded contract is getting effective and still no coverage for me to use the data on the contract, due to no service or bad reception.
Just wish Vodacom can deliver so quickly on their promises than what they can upgrade or issue new contracts. Then I wanna get to my second issue regarding Vodacom
On 25.08.2019 my wife's phone (Samsung Galaxy Note 8) got ****** and we reported it to Vodacom Customer Care, all services blocked, sim card blocked, phone blacklisted and all documentation sorted, Police affidavits and everything in between. On Monday 26.08.2019 we visited Vodacom in Midlands Liberty Mall to register a claim for the phone to be replaced under the insurance cover we got from Vodacom. All documentation completed and faxed, scanned and mailed and await feedback, again the 24 to 48 hr rule apply. This morning my wife went to Vodacom to find out what the progress is regarding this issue, only to be informed that she can not get a phone to the same value as the previous phone (Samsung Galaxy Note 8) due to the new phones being put on the market, and if she wants a phone to the same value, an astronomical access is payable.
The monthly installment of the insurance will cover the cost of a phone in the price range from R 15001,00 and R 20000,00, why pay for something that can not be used when needed. Irrespective of the value of the instrument, an astronomical access apply, even if you take an entry level instrument.
What is the use of cover for an instrument and it can not be replaced under the insurance that Vodacom provided.
If my usage was a small amount monthly, I wouldn't even blink an eye, but being a paying customer with an account ranging between R 4500.00 to R 6000.00, I think I should deserve a fair service and fair treatment.
I revert to HALLO PETER as my last resort, because I don't know where to or what to do anymore.
If there is anybody that can help or assist me with regards to this, please feel free to contact me,
Thanks and Regards,
Neels Burr-Dixon
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via WhatsApp to request your personal details
Regards,
Vodacom Consumer Website Team
Thank you for making us aware of your complaint.
Kindly be advised that a consultant will make contact with you in due course to assist with your query.
***Please note*** Beware of phishing ****s.
Vodacom will not contact you via WhatsApp to request your personal details
Regards,
Vodacom Consumer Website Team
Does anybody knows what time frames mean and what does a SLA mean and how it works, apparently at Vodacom they dont, 24 to 48hrs becomes weeks, weeks becimes months, Service Level Agreements is nul and void, as ling as you pay, they dont care if you receive or get the service you pay for.
Vodacom are quick to phone or send sms's if you havent paid your account by the 1st of the month, then the calls start, promiss to pay arrangements need to be made, but receiving service from Vodacom is non existing.
The last feedback I received from Vodacom was almost 2 weeks ago, that the signal booster or enhancer that needs to be installed to improve the quality of the signal at our house, there is no stock available and no date can be given on when will stock be available or be arriving.
So up to date we are still without proper receiption, but getting billed non stop for something that is of no use to us.
Feel free to contact me regarding this review.
Regards,
Neels Burr-Dixon
Does anybody knows what time frames mean and what does a SLA mean and how it works, apparently at Vodacom they dont, 24 to 48hrs becomes weeks, weeks becimes months, Service Level Agreements is nul and void, as ling as you pay, they dont care if you receive or get the service you pay for.
Vodacom are quick to phone or send sms's if you havent paid your account by the 1st of the month, then the calls start, promiss to pay arrangements need to be made, but receiving service from Vodacom is non existing.
The last feedback I received from Vodacom was almost 2 weeks ago, that the signal booster or enhancer that needs to be installed to improve the quality of the signal at our house, there is no stock available and no date can be given on when will stock be available or be arriving.
So up to date we are still without proper receiption, but getting billed non stop for something that is of no use to us.
Feel free to contact me regarding this review.
Regards,
Neels Burr-Dixon